Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

Schedule based routing?

Hey guys, I'm trying to setup schedule based routing through an IVR and I'm having some problems figuring out the best way to do this.  I want it so when a call comes in to CSQ-1 after 5PM it gets routed to CSQ-PM, but then after 9PM all CSQs are closed.  I know how I can redirect after a certain time but I guess I'm not sure how I can both route the call to a different CSQ after 5PM and still close the CSQ after 9PM.  Anybody know how?

1 REPLY

Re: Schedule based routing?

Hi, you can use simple ToD (Time of Day) logic on the script!

Create two different CSQ (CSQ-1 and CSQ-PM), assign agents on the queue based on your preference, assign the CSQ on the script based of time of day setting, you will get the 'time of day' node under General tree at left pannel.

After 9 PM you can just play a message with notification that your agent support is closed after 9PM.

HTH.

Thanks,

Mijanur Rahman

160
Views
0
Helpful
1
Replies
CreatePlease to create content